RELIABLE ADX261 TEST REVIEW | ADX261 LABS

Reliable ADX261 Test Review | ADX261 Labs

Reliable ADX261 Test Review | ADX261 Labs

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q106-Q111):

NEW QUESTION # 106
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

  • A. Use Flow Builder to create a flow with scheduled path.
  • B. Configure case escalation rules.
  • C. Estabalish case assignment rules.
  • D. Define case auto-response rules.

Answer: B


NEW QUESTION # 107
Which three are characteristics of Visual Workflow? Choose 3 answers

  • A. Apex code must be used to pass data to legacy systems.
  • B. Elements can be used to update fields in the database.
  • C. Elements can be used to pass data to legacy systems.
  • D. Apex code must be used to update fields in the database.
  • E. Only one version of a flow can be activated at a time.

Answer: C,D,E


NEW QUESTION # 108
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?

  • A. Case Resolution Time
  • B. All Open Cases by Priority
  • C. All Cases by Customer

Answer: A


NEW QUESTION # 109
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi
a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

  • A. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
  • B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
  • C. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
  • D. Assign a global team of experienced agents and leaders to create a common design template and report structure.

Answer: D


NEW QUESTION # 110
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

  • A. Create a single data category group for each division and provide access using the role hierarchy.
  • B. Create separate data category groups for each division and assign the category to a division profile.
  • C. Create a sharing rule for each division to provide access based on criteria of the article.
  • D. Create a sharing rule for each division to provide access using the role hierarchy.

Answer: A

Explanation:
Data categories are a way to classify and organize your knowledge articles based on criteria such as products, topics, or audiences. You can create data category groups to define the top-level categories for your articles, and then create subcategories within each group. You can also control which users can access which categories based on their roles or permission sets. To meet the requirement of Universal Containers, you can create a single data category group for each division and assign the categories to the roles that belong to that division. This way, each division will only see its own articles when performing a search. Verified Reference: Data Categories


NEW QUESTION # 111
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